Refund policy

Order Cancellations:

If you need to cancel your order, we accept cancellations within 30 minutes after the order is placed. Time is of the essence in processing orders, so please reach out to us immediately at support@trueritual.store if you wish to cancel within the specified timeframe.

 

30-Day Money-Back Items:

For items eligible for a 30-day money-back guarantee, please initiate a return within 30 calendar days of delivery. To begin the return process, contact our customer support team at support@trueritual.store to confirm the return address.

To be eligible for a refund, the returned product must be in the same condition as when you received it and in its original packaging.
An exception applies if you are unsatisfied with the results — in this case, you may request a money-back refund even if the product has been opened or used.

Please retain the email receipt as proof of purchase. Refunds will be issued to your original payment method.

Customers are responsible for covering the return shipping fees associated with returning items to. The return shipping fee is applicable regardless of the reason for the return.

Please note that items must be in brand-new, unused condition and in their original packaging to qualify for a refund. Items that are ineligible for a refund or store credit will either be discarded or returned to you at your expense.

Items purchased with a gift card or store credit are not eligible for return, and gift cards purchased and store credit issued by trueritual cannot be exchanged or refunded. Please be aware that all shipping charges and governmental taxes are non-refundable.

In case of miscommunication or any other issues, the Terms & Conditions of our Returns Policy prevail.

If you have any questions regarding our Returns Policy, please reach out to us directly at support@trueritual.store, and our customer support specialists will assist you within 1 business day.

Product Damaged or Defective:

We take great care in packaging and shipping your orders, working with trusted shipping partners. However, in the rare event that you receive a damaged or defective product, we guarantee an immediate reshipment or a full refund.

To qualify for a free reshipment or full refund for a damaged or defective product, please contact us at support@trueritual.store within 14 days of receiving your order. Please provide a clear explanation of the issue and include photos or videos that clearly show the damage.

We require visual proof of the damage to ensure eligibility for a full refund or free reshipment of a product claimed as defective or damaged.

Once our team confirms the damage, we will proceed with the option that best suits your needs.

Returning Intimate Products:

While we accept returns for most products in their original and re-saleable condition, we regret to inform you that we cannot accept returns of underwear due to our strict hygiene policy. This policy is in place to ensure that all our customers can enjoy our products with uncompromised quality.

We apologize for any inconvenience this may cause and appreciate your understanding in this matter. If you have any questions or concerns regarding our policy or any other product, please don't hesitate to contact us at support@trueritual.store. Our dedicated customer support team will be happy to assist you within 1 business day.

Thank you for choosing trueritual. We value your support and look forward to serving you with exceptional products and service.